Why You Need Us

Good, productive salespeople are motivated by commission, management pressure and psychology to find out who the buyers are, close them, and move on.

In finding out who the buyers are, customer satisfaction has no priority.  Once the client is determined to be a lookie-lou, the salesperson’s only interest is to get on to the next buyer. A brochure, a business card and a “Call me when you are ready” are tools the salesperson uses to pry the client away from the dealership.

When the salesperson has created a buyer and the deal is made the client has just fulfilled a dream and is eager to finish up the process.  But the salesperson is finished.  The job is done, the commission earned, and there is nothing more that the salesperson needs but the next buyer.

Closing the sale is what you expect of your salespeople, what you pay them for and why they work, but it leads to three tar pits which suck all the satisfaction out of the deal for the customer.

Our Business

Our experience and expertise is in setting up and training your team of  Customer Satisfaction Management Associates.  We design effective solutions for improving your CSI ratings which are tailored to your setting and manage the  implementation.  These solutions are easily learned and inexpensive to put into effect.

In most cases no headcount increase is necessary

Over 28 years of managing customer satisfaction in the automotive industry has taught us what works and what doesn’t, what is cost effective, and what creates a Completely Satisfied Customer.  

These solutions are generally applicable to all businesses in which Completely Satisfied Customers are crucial to the bottom line.

Your CSM Associate team will normally pay for itself even before the first Completely Satisfied Customer sends a friend.